End User Technician jobs

Apply for this role here: https://docs.google.com/forms/d/1jRlHyKM4SwcQZASU0s5XG3HTx_E826DArhh2kmA1L7M/

Location: Remote (Philippines or Sri Lanka)

Employment Type: Full-time Permanent, Contract, or Freelance

Work Hours: 8 AM - 5 PM Mountain Time (MT)

Reports to: Service Delivery Manager

About Us

WLS Professional Services is a leading provider of People, Process, and Technology Consulting Services. We are dedicated to delivering top-notch IT solutions and support to our clients. We have offices in Philippines, Sri Lanka and Canada.

Our culture is a customer-first culture, where building relationships with our customers is one of the most important factors. We also believe in being kind before anything else.

Job Overview

We are looking for motivated and resourceful IT Helpdesk Analysts to provide Tier 1 and Tier 2 support to our external clients. This is a remote role supporting users during North American business hours (8 AM – 5 PM MST) with rotating shifts, including availability for evenings, weekends, and holidays as needed.

Whether you're an experienced professional or a fresh IT graduate eager to grow, we want to hear from you.

Key Responsibilities

• Respond to support requests via phone, email, and ticketing system
• Provide technical assistance for desktops, laptops, mobile devices (Windows, macOS, iOS, Android)
• Support application issues (e.g., Microsoft 365, VPN, and other business apps)
• Perform password resets, account unlocks, and user provisioning in AD/Azure AD & M365
• Guide users through remote troubleshooting using screen sharing tools
• Escalate complex issues to Tier 3 or appropriate teams
• Document solutions and contribute to the knowledge base
• Support onboarding and offboarding processes (device setup, access configuration)
• Troubleshoot basic network issues (Wi-Fi, VPN)
• Ensure timely ticket resolution and follow-up for end-user satisfaction

Required Skills & Qualifications

• Minimum 1 year of IT support experience OR fresh graduate with an IT degree
• Experience supporting Windows 10/11, macOS, iOS, and Android
• Familiarity with: Ticketing systems, Remote support tools, Microsoft 365,Active Directory / Azure AD, Knowledge management tools
• Strong verbal communication skills — must be comfortable providing support over the phone
• Patience, empathy, problem-solving, and time management skills

Preferred Education Qualifications

• Certifications such as:
• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Fundamentals
• ITIL Foundation
• Azure Fundamentals (AZ-900)
• Experience or interest in using AI tools like ChatGPT or Google Gemini to enhance support efficiency

Why Join Us?

• Be part of a “do what it takes to get the job done” culture
• Work in a supportive team that values continuous learning and growth
• Opportunities to advance to Tier 3 support roles
• Flexible work arrangements — full-time permanent, contract, or part-time available

Job Types: Full-time, Part-time

Benefits:

• Health insurance
• Work from home

Work Location: Remote